THE NATIONAL Water Commission is warning its customers to brace for possible delays at its corporate offices this week.

In a plea for patience, the commission says any delay will be related to a new customer information system (CIS), which it will be rolling out starting tomorrow.

According to the NWC, it spent US$7.5 million to create, "a top-of-the-line system, which will allow it to serve its customers better".

"This new system will serve as the core information technology support application for key areas of our operations going forward," the NWC says.

"Work on the project began in January 2008 quietly behind the scenes, but it has now reached the stage where all NWC commercial and customer-service operations will, during this week, be transferred from the now outdated customer accounting system (CAS) to the new CIS," adds the NWC.

smooth transition expected

According to the commission, while it expects the process of switching from the old system to be smooth, the implementation and teething period may cause persons to face problems when conducting business at its offices islandwide.

"Customers doing business with the NWC during the week of implementation are, therefore, urged to be prepared for the possibility of some challenges. As with the implementation of any new system anywhere, there is the risk that some hiccups and teething pains may be experienced," the commission cautioned.

When fully implemented, the new CIS is expected to improve the ease, speed and convenience of doing business with the NWC.

Charles Buchanan, corporate public relations manager at the NWC, says the new CIS will come with a new-look water bill, but this will be at no additional cost to customers.

Expected benefits of the NWC's new CIS

✔ Increase the efficiency and effectiveness of business processes.

✔ Improve cooperation and coordination between offices and have uniform policy and procedures across the island.

✔ Minimise the time and effort to bill customers.

✔ Improve the company's ability to address delinquent accounts and bad-debt portfolio in a more timely manner.

✔ Provide access to real-time customer information, facilitating better and speedier decision-making tools and more personalised service.

✔ Reduce paperwork while at the same time ensuring information availability.